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:09/16/2024

  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.

  I had my car towed in because the engine light started flashing while driving to work because everything I read said do not drive while engine light flashes. I called every day for 3 days to see if it had been hooked up to see which code it was throwing only to be told it wouldn't start and would try getting to it the following Monday. By the following Friday I finally received a call stating I owed them almost ******* dollars but needed to pay ******* if i want it fixed completely. I told them no more then asked why nobody ever called me to authorize a new battery, a new starter , a new fuel injector, app sensors, and wires and still left with the engine light on being told its not fixed since I didn't agree to 3000 dollars but I also never agreed to ******* either. I initially told them the estimate would determine if I junk the car or can afford to repair it and they took that choice away from me partially leaving me with a huge bill and a unfinished repair. I paid the money just to have my car back in my possession but this is simply unethical and possibly illegal in ******** to do repairs without authorization then hold your vehicle hostage unless you cough up the money especially when it isn't fixed.

  

  Business Response

  Date: 11/22/2024

  ***** has been doing business with us since 2022.  She knows we are a very busy shop and we do our best to take care of her because she is on a limited income and only has the one vehicle.  We did get her vehicle in and it was in a no-start condition.  When a car comes in with a no start condition we have a series of test we go through and we always check the battery first and the battery tested bad.  We replaced the battery but vehicle was still in a no start condition.  Traced problem to starter (could smell an electrical smell from the starter).  Replaced the starter and vehicle started one time and would not start again.  Had to diagnose further and found the engine hydro-locking on start up due to one of the fuel injectors leaking.  Replaced the fuel injector and vehicle starts and runs as intended.  The fuel injector is the reason her engine light was flashing.  I believe the vehicle was in a no start condition before it was towed to us because it would not start when taken off tow truck.  A lot of times the customer continually tries to start the vehicle which kills the battery and the starter.  Once the vehicle started a few times, the technician checked for any other needed repairs and that is when we called *****. We had to get vehicle running before we could give an estimate for any other repairs. In her case it just happened to be a few items that had failed.  The technician had several hours in her vehicle and I only charged her for 3 hours.  I explained all this to her and she seemed to understand.  We did not do any other repairs to her vehicle and she was able to come get it and drive away.  I hope this gives a little insight to why we repaired what we did. 

  Customer Answer

  Date: 11/23/2024

  Complaint: 22295071
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 11/23/2024

  I do not accept their explanation of why they did repairs simply because they were never authorized by me first. The loan company I applied for money with told me they send loan amount to facility via email immediately upon approval so they knew I had applied and what I was granted and promptly did repairs and charged me exactly what loan amount was for. I previously had repairs done that I went through same loan system and was approved for 900, upon going to retrieve "fixed" vehicle I told them I wasn't using the loan and I paid the bill from my bank account,  promptly drove off and vehicle broke down in less than 1 minute of driving off, returned immediately and suddenly had a bill for 6 thousand dollars instead of the 900 I paid. At that point I had help from family to go through with the 6000 in repairs.  This time I did not and I expressed this heavily upon having car towed in and specifically said I need to be given fees before any work is done because this would determine if I could afford repairs or junk the car. At that time I had no clue they got information from loan company that I applied for these loans, it was only after doing the process twice that I put the pieces together and called loan company to figure out they knew and assumed I wanted to use that money like the first time and I didn't just like I didn't utilize the loan on prior repairs. 

  Under no circumstance is it OK or ethical to stack a customer's bill without getting approval from customer first. I've always had to agree generally with a signature on an estimate prior to work being performed in the 30 plus years I've owned vehicles that needed repair work but bobs just does the work and never informed me until they wanted the money to release the car. 

  I found several complaints in business reviews afterwards stating they did the exact same practices to other customers so I'm not the only one who has had work done without approval of the fee's. 

  The owners response to my complaint prior to picking my car up was "my car wasn't worth anything if they didn't do what they did and thanks to them now it was" if I opted to get rid of the vehicle..it was at minimum worth the 7000 I paid just 3 months prior to this incident so that was a very insensitive reply I was given by the owner. 

  At this point I don't expect anything from them for what they did to me as a customer and a good paying one at that but they won't get a good review from me ever again like I did previously.  

  

  Business Response

  Date: 11/25/2024

  Dear Ms. ************ want to express my sincere apologies that you feel we took advantage of you during your recent experience with our shop. Id like to clarify a few points regarding our financing options and the service provided.
  Our financing is offered as a courtesy, and we never require our customers to use credit. When a customer applies for financing, we do not receive notification of approval or the credit limit.  We are able to see this information if we log in but we only access this information when you come in to pick up your vehicle and decide to use the financing option.
  Our primary goal is to provide high-quality repairs at a reasonable price, and we strive to serve our customers to the best of our ability. When you visited us in March 2024 for a coolant leak, we noted several issues that we believed should be addressed, especially with your upcoming plate renewal in June. However, we want to emphasize that we never pressure our customers into repairs. You expressed your desire to proceed with the repairs because you loved your car.
  At that time, I provided you with an estimate and offered a discount. Its important to note that we have not duplicated any repairs; we only addressed the specific problems identified at that time. Given that your vehicle is a 2004 Grand Prix, it's not uncommon for it to require multiple repairs over time.
  Your vehicle was in our shop for a total of 12 days, during which I kept you updated on the status. You were aware of the no-start condition, and at any time, you could have instructed me to halt diagnostics and retrieve your vehicle. I charged you only for one hour of diagnostic time, despite the extensive work we performed.
  I understand that you were disappointed when I informed you that the car was running but still required additional repairs, which you chose to decline. Its worth noting that you have been a valued customer since September 2022 and have returned for various repairs before this incident. If we operated in the manner you described, its unlikely you would have continued to return to our shop.
  We appreciate your feedback, and were committed to ensuring our customers feel respected and valued. If you have further concerns or would like to discuss this matter, please dont hesitate to reach out.
  Thank you for your understanding.

  Customer Answer

  Date: 11/27/2024

  Complaint: 22295071
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  ***** ******

  I'm sorry but I don't accept your explanations and I contacted the finance company once I had 2 separate visits having almost the exact amount of the loan in repair fees. It seemed way to coincidental and they confirmed my suspicion that you do receive notification of the loan for your business and in what amount once a client applies and is approved.  

  I also was very specific this last time I called to inform I was having it towed in and why and stated more than once I can no longer afford 7000 dollar repairs and I tapped out all my credit cards on rental vehicles the previous time it was there. 

  The day it was towed I had absolutely NO money extra in bank account or on cards and my mother wasn't paying anymore and I was very transparent about it and stated I needed a rough estimate before any work was performed because that would determine if I could find the funds or junk the car for good. 

  And to correct your statement that your shop kept me informed every step of the way when it was there 2 weeks ..is ONLY because I had to be the one making a pest out of myself by calling you every day,  you never called me first one time. 

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I had my car towed to Bob&#**;s H3137313431**3734**33H & Auto Service to get a tune up via their own tow service (normally we use AAA but they talked us into using them). They initially dropped the tune up price from ***** dollars to ***** dollars, saying she felt bad for charging us ***** dollars. We went to pick up the car and did not realize until after we got home that the back windshield and taillight were both cracked. This damage was not there before. I talked to ***** and said they would get back to me soon. We sent her pictures of the damage directly to her.

  Customer Answer

  Date: 05/15/2024

  I would like to clarify that it was my front windshield was cracked and not the back.

  

  Business Response

  Date: 05/23/2024

  To Whom It May *********************** and ************** came into the shop with an estimate for repairs from another shop.  I quoted them a better price and they brought the vehicle in.  I priced repairs approximately $2000.  I did the work the other shop said it needed except replacing all the ignition coils.  We then drove the vehicle to try and set the monitors to get the vehicle through state inspection.  The engine light came back on with another misfire code. We ended up replacing the rear ignition coils and only charged ************* for the one ignition coil and no additional labor.  When the vehicle came back into the shop the technician noticed some other issues with the vehicle.  Mr ***** ************** came to the shop and we discussed these issues with them. The issues included engine mount, left front wheel bearing, front brake pads ***** rotors, right axle assembly, stabilizer links, left rear wheel bearing and rear sway bar bushings. We felt awful that the other shop never brought these concerns to them and that we just did the repairs requested.  I'm assuming the other shop never did a complete inspection of the vehicle.  After discussing repairs, Mr and ************** decided to think it over and the next day decided not to continue the repairs.  They were going to salvage the vehicle due to age, mileage and cost of repairs.  My bill was approximately $2000 but because they were not going to utilize the vehicle I chose to reduce my bill to $1000 because I felt sorry for them.  When ************* got home he noticed the windshield was cracked along with the the left tail light assembly.  He did send me pictures and I could see the tail light was cracked but could not see the windshield damage.  I offered to pay for the windshield even though I didn't think a technician caused the windshield to crack and I purchased the tail light assembly because sometimes it does happen.  I told him to give me a date to get the windshield installed and I would set that appointment.  ************* never called back. 

  I am not planning on giving ************* his money back.  I did not make money on his bill since I cut the bill in half and was then going to lose money installing the windshield and tail light.  I am still willing to replace the windshield and tail light if he would like to remove his complaint.  

  Regards,

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

  Bob's Transmission ***** Automotive Service

   

  Customer Answer

  Date: 05/23/2024

  They never called me they called my Husband and said they was going fixed windshield and tail light ??. But we going take Car see want they done because if it still have the old parts on we taking to court. You tell them that.

  Customer Answer

  Date: 05/23/2024

  They never called me about the car they called my Husband and and said they wanted him leave the car to put in A windshield and fix a tail light ?? I think went we said we wasn't paying ***** on a old car that when they did damage to our car we didn't look at the before we left because what nothing wrong when there came and got our car we taking it to ****** dealership to look at the work that was done. And if there old parts still on the car they will see them in court.

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:10/24/2022

  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.

  I payed bobs transmission ***** for engine replacement and other components intake leak catolacconvera gasket transfer case with all this being done my truck is still leaking really bad from a brand new transfer case which is not new Ive took it back several time trying to get the issues resolved which they say they fixed it but Im having the *** problems with my truck not to mention I was asked to pay 150 for a bad job that was done by they workers I have receipts on everything they did to my truck and it still runs really bad I feel that I wasted all that money for nothing the Lu did not fixed this truck and the same thing I paid them for is not fixed I would like my money back are give me the quality work I paid for

  

  Business Response

  Date: 10/24/2022

  We replaced *********************** engine in January 2021 with a used component.  This engine only comes with a 90 warranty.  At the same time we replaced the transfer case with a used part as well.  All used parts come with 90 day warranties.  We also replaced tires at this time.   ******************* came back in in April 2021 with issue to engine.  We repaired engine issue at no cost to him.  At the same time we fixed other issues with engine light and fuel gauge not working which he did pay for.  He came back again with issues in June 2022. We repaired an issue with the transfer case leaking at no charge to customer even after warranty has expired.  He had complained of a ticking noise which we found the lower intake manifold gasket leaking.  We asked for part payment but as a courtesy to the customer we still performed labor free to the customer even after he was out of warranty by a year.  Customer did not pay for the parts.  He said he was coming back the following week with payment.  I tried contacting him several times and when I didn't receive return calls or payment I text the customer and told ******************* I would not do any more warranty work for him without that payment.  He still did not return my calls.  At this point ******************* is out of warranty.  Sorry for any inconvience.  Thank you,  ***************************

  Customer Answer

  Date: 10/24/2022

  Complaint: 18296240
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***************************.  My transfer case is still leaking really bad I have pictures of that this is not the work I paid for they right I took the truck back to them I wasnt finna pay them for something I already paid for not to mention this parts had life time warranty on them the engine had 90 day warranty when its all said and done the truck barely runs I keep having to put transmission fluid in it because it leaks out fast now if they fixed it will it still be leaking every part they put on this trucks was the reason I whent back because the job wasnt done now Im out of money and almost out of truck the truck barely even start I tried resolving this issue but every time they either was asking for more money and still didnt fix nothing of course Im not gone pay u for a job I already paid for plain and simple the job is not done I paid u all to much money for this transfer case to still be leaking and my truck barely even starts Ive bought this truck to u complaining over and over and still its the same issue and Im not gone let up on this issue this is bad business period 

  Customer Answer

  Date: 11/10/2022

  11/10/2022: Mediator sent an email to the consumer regarding mediation. 

  11/11/2022: [VM] This is ***************************. I'm calling because. I received an email from you asking was best situation. We're box Transmission resolved knowing it's not resolved so can you please give me a call back at ************. Also sent you a copy of the receipt. I just had to transfer case fixed thank.

  11/17/2022: Mediator sent an email to the consumer requesting documentation regarding warranty and repair dates. [CR] I took the vehicle back to them just 3 days after the repairs they claim had a 90 day warranty, they said they repaired it again, but I still had the same issue. This has been ongoing ever since 2021. I recently took my vehicle to another shop who did repairs and so far they appear to be resolved. I should not have to fight a company I spent so much money with to provide me quality workmanship and to stand behind their work. I want this company to refund $837.00 me for the faulty transfer case repair. 

   

  

  Business Response

  Date: 11/17/2022

  11/17/2022: Mediator sent an email to the business regarding mediation.

  12/05/2022: The consumer purchased a used engine that came with a 90 day warranty. We addressed several concerns for the consumer that was out of warranty and agreed to charge him for parts only. The consumer agreed to pay the discounted fees but never did. We released his vehicle to him, but told him all warranty work would be voided for non payment.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I took my 2013 Infiniti G37 to bobs for repair. I asked them to repair a control arm and control arm bracket. They tell me my car is finished I pay 900 dollars and pick it up .! As Im driving off the lot I notice my car making a loud noise Ive never heard before and I notice my A/C was no longer working. They claim it never worked when I know it did. And the sound that it was making was never their either. Long story short my bill went from 900 to **** for a issues that they created.

  

  Business Response

  Date: 09/27/2022

  *********** came into the shop on 8/17/2022.  He brought his own engine mount and bracket (it wasn't a control arm).  We installed his engine mount but the bracket he had purchased was wrong.  We purchased the correct bracket and installed.  *********** came to pick up his vehicle and paid cash for his repair.  He left and came back due to a rotational noise.  I refunded the cash and opened another ticket.  We brought vehicle back into the shop for the rotational noise and found the front driveshaft u-joint broke and was rubbing into the transmission housing.  Also the downstream oxygen sensor was broken.  We replaced the front driveshaft, downstream oxygen sensor and test drove to verify noise is gone.  This had nothing to do with the repair we originally did.  This vehicle has been in an accident and the customer is trying to put vehicle back together.  He is right that is bill went from $900 to $1500 but we did several repairs.   He also complained about his AC not working but we didn't do anything with his AC in any of the repairs.  We checked for any items that *** have been unplugged in AC system but everything was plugged in correctly.  We checked his freon level and there wasn't any freon in his AC system.  As a courtesy to *********** we serviced his AC free to him and checked for leaks.  Found dye at AC compressor housing.  Appears the compressor was cracked in collision and the freon will leak out again. This repair would have cost $175 to service AC system and we didn't charge ************  Therefore, he is getting a discount.  From what I understand *********** spoke with ***** (manager) and apologized for the misunderstanding and understood the damage to the front driveshaft *** have been caused by the accident as well.  

  
  Sincerely,

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

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************