Complaints

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• Initial Complaint

  Date:09/20/2024

  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.

  They took my car apart to find out what was wrong with it. They stated it needed a new engine and I told them I was not investing on a new engine for that car. I had the car towed to a dealership for a second opinion only to find out they did not put my car back together. They left pieces such as the engine mount, belt, belt pulley and more laying inside the car.

  Business Response

  Date: 09/21/2024

  We worked to resolve the issues with the engine and the customer explained she did not have the money to replace the engine, which was our recommended solution. Her vehicle sat at our shop for 8 weeks until she explained to us that she was towing it to a junk yard. The customer did not wish to compensate us for reassembling the car. We explained we were not reassembling the the engine based on her decision to tow it to a junk yard and her decision to not pay for reassembling, nor a new engine. We did not charge her for storage fees during the 8 weeks of her car occupying space at our shop, which is our normal policy. We have very limited space at our location. We discounted the work we did do for her from $846 down to $580. Our communication was clear and we believe it was a fair resolution given her financial situation and what she communicated to us. We had done previous work for this customer on the same vehicle and she returned for additional work, which illustrates her original satisfaction in our work. We also had assisted her with a fuel complaint when she experienced a situation from a gas station. We think we have resolved the issue fairly and communicated effectively.

  Customer Answer

  Date: 09/25/2024

  Complaint: 22314097
  
  I have reviewed the business' response and am rejecting it because:
  
  I never informed the shop that I was junking my car, my statement was that I was not going to install a new engine on it. I wasnt informed at any point that my car was not going to be put back together and I kept calling asking for an invoice so I could go pick up my car and I never til this day received an invoice from the shop. 
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/01/2024

  Ms. ****** was informed that we were not going to reassemble her car on September 11, 2024. On the phone, she stated she was going to tow her car as she did not want to put any more money towards the car. She then asked us how much she owed us. We verbally stated $580 which covers the work we had done, and is shown on the attached estimate, dated 6/25/24. Ms. ****** then thanked me for the work. She then paid us (also 9/11/24) through the Zelle app in the full amount of $580.00. She did not ask for an invoice at that time and did not have any issue/comments/concerns for paying for the work we completed. We did not provide a paper invoice to Ms. ****** since a tow truck driver picked up her car. She was not present. We typically present an invoice at the time of payment when a customer is picking up their car.
  The work we completed totaled $846.05. We gave her a 31% discount on this work, resulting in the $580 owed. As previously stated, we also did not charge her storage fees for her car. Our policy is that after 72 hours of storage, we charge $20/day. Every customer is presented with this policy when they complete our customer form. We also have this policy posted (in English and in Spanish) inside our office. So, Ms. ****** was made aware of this policy prior to us beginning work on her vehicle. 
  Based on the length of time Ms. ******* car was at our shop (76 days - 3 days = 73 days), those charges totaled $1,460.00. We could have easily charged her these fees on top of the full price of $846.05. The total is $846.05 + $1,460 = $2,306.05. 
  We could request the full amount we were owed for the storage and full amount for the work we completed. This would result in an additional payment of $266.05 + $1,460.00 = $1,726.05. Which means, Ms. ****** received a full discount in the amount of $1,726.05. This is a very reasonable and generous gesture from our business. 
  We are not asking for this payment as we feel as if the transaction was completed. We regret that our kindness was not appreciated in this matter. In the future, it is best we stick with our policies. Attaching a full invoice here for reference. This is dated 10/1/24 since it has not been fully generated in our system until responding.
  Again, we consider this situation resolved as we have done more than reasonable for Ms. *******