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:08/17/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  June 1, 2022, till present- Luxury Car Service Center has my car for a transmission replacement - I had a warranty with ******** **** ********** ****** claim #********* who has paid and closed the claim back on July 7th (took them month +) and Luxury Car Service Center still has my car with no specific promise date other than sometime this week, this is the 3rd promise date. It is now August the 16th and I have not heard from them since I texted and called on Friday August 12th.

  Business Response

  Date: 08/31/2022

  This repair was delayed by waiting for the warranty approval , which we ordered the transmission promptly after receiving the approval. We have no control over shipment delays. We started the repairs and found other issues, which we brought to her attention. We explained we would do all repairs but will not process any additional claims through her warranty company due to their slow response. We have completed all work we were paid to do. This vehicle had multiple issues and will need to be addressed and paid for separately. We value all our customers and will go above and beyond to address all concerns, however, we are a small shop that is very busy and can not do any services for free.

  Customer Answer

  Date: 09/08/2022

  The business is not truthful and their handling of business and paperwork. I have text messages and phone log from both the warranty company and LCSC which are FACTS-that can be proved through the warranty "*** ****** * ******** ****" and myself. The Claim was approved on June 23,2022, 

  
  

  Luxury Car Service Center pushed through getting payment on July 12, 2022, without my signature on the original invoice- this is their statement to getting the claim approved (the payment/check date of July 12, 2022). There was some back and forth with warranty company to communicate with LCSC, so I got involved to get communication started with the two businesses- but Luxury Car seems to think they were the ones successful and getting this claim approved and paid before even ordering any of my parts. They refused *** warranty parts The Warranty company was originally to order parts, Luxury Car Service Center refused parts from them and drove up the cost of parts, shipping and labor.  Luxury car also stated which I have a text string of communications between them and myself, from Aug 5th-Sep 2nd on multiple promises for completion of my car.

  
  

  LCSC had possession of my car from June 1, 2022, to Sep 2nd, 2022, and did not call claim in till June 6th, 2022.  It was after learning of my report to you the BBB, that I was told to come and get my car, which is when I got my car back, I had to have *** jump it in order to remove it from LCSC property, due to battery being dead!  I was charged $385 for a new battery and installation and both *** and dealership is saying battery is bad/no good!  I'm currently waiting on verification if actual ******** parts that LSCS stated being used were what were actually supplied - I had requested a test drive with the mechanic and papers for the parts/battery which non were done or given to me.

  
  

  Here is a statement from the owner himself on Aug 18th - "The drive shaft that connects the front differential to the transmission bearing came out during install (broke) so we had to order another 1. We ordered 1 yesterday and it showed up this morning, but it was not the correct 1 so we had to order another 1 unfortunately it won't be here until Tuesday (Aug 23rd)". I inquired if the warranty company had been notified about this part - Now this is something he took liberty to order without telling warranty company or myself, but again I will state waited till payment was fraudulently received before ordering the transmission. The returning text that was sent to me after I inquired about who was paying for this part? he stated: " We are no longer dealing with ******** **** ****** it takes entirely to long to get anything done so we ordered the part already and it will be here Tuesday".   How can you not call in a part needed for an approved repair or get my approval to pay for it before hand? and when asked who was taking care of this part that was ordered I got no direct response until it was on my bill.  I am asking for total refund of my cash out of pocket outside of what LCSC charged my warranty company, that I was only to pay a hundred-dollar deductible.  I have been renting cars when I could get one and using **** and **** to get to and from my job and important appointments, which has been very costly and stressful while this facility messed around after I struggled and push to get the warranty company to approve the claim on June 23rd not July 12th. So, in all reality LCSC had my car for 2 months after the claim was approved. I'm asking for total restitution of $1332.71 for the over influx of charges and inconvenience, stress and hardship caused.  I have used this service center for over 10 years without a single problem! This new owner I can honestly say the service is not the same quality and as a customer it is known you are not important, I had to constantly ask for statuses on my car or I would not hear from them. I went from being treated like family to being taken for a ride on my dollar!!!  Hoping you will honestly consider all that has happened here so there won't be a next person. Not wanting anything for free but accused of it after trying to work with LCSC for over 2 months.   

      
  

  
  

  Best Regards,

  ******** ******