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:06/30/2023

  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 got into a car accident, they fixed my car. No problem, once I got it back I noticed my break felt weird and I came into that friday to bring it back to them and they told me they put something new on my car and it will wear off. I drove it all weekend and then my ABS lights went on and steering light? I think went on for traction? I don't know what its called, and I took it back to my shop monday and they told me my car was too dangerous for me to drive, and they were sorry and going to fix it. That weekend, I drove my car thinking my car was ok enough to drive in it. My 3 year old son was in that car, our lives were at risk and I felt like they didn't take they didn't take my complaint into consideration when I went on Friday on my lunch hour, they just told me to brush it off and don't worry about it, but my gut was telling me to worry about it. My gut told me something feels off and I am sure glad I listened because what if something did happen to me and my son?

  

  Business Response

  Date: 07/20/2023

  Ms. **** is correct, there was an intermittent issue that was not found when she brought it back with a concern.  We checked the vehicle and performed a scan to determine if there were any fault codes set. There were zero codes found and during multiple test drives we were unable to duplicate the complaint. Ms. **** left with the vehicle and brought it back the following day with the same concern. At this time we were able to duplice and confirm an issue. We immediately offered Ms. **** a rental and ordered the necessary part to correct the issue. 

  I do not believe Ms. **** was in any danger however I do apologize for our mistake and the need to return for any issue. We strive to do our absolute best but sometimes even then there are some items that are very difficult to recognize.

  Customer Answer

  Date: 07/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Just because you offered me a rental doesn't fix the fact that I had to take off work to get this handled. I am still new at my current job and leaving multiple times to tell this car company about my issue and they brushed me off like it wasn't a concern to them at this point. They did offer me a rental but I had to take off work to get this squashed rather than handing them my car for the almost 3 months they had my car. I even told them what was happening and they told me not too worry about it but when I called a second time they finally started listening when I said my car started acting weird while I was actively driving it with my son in the car.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service 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 car to get an estimate and they gave me an estimate of **** I have a deductible so I had planned on paying the difference.   I later found out that there was nothing wrong with my car after speaking with one of the mechanics After speaking with my insurance I explained to the manager that my insurance confirmed that the part I needed was a different price that in her estimate. Later I found out that the part she tried to charge me for wasn't broke on my car and didn't need any repair work done. So the manager tried to charge me for a part on my car that wasn't broke and she immediately cancelled my appointment when she realized I was not going to pay through my insurance.   She then tried to add charges that weren't in the initial estimate.

  

  Business Response

  Date: 04/25/2023

  **************** came in for an estimate through his insurance company which is the Hartford. We prepared an estimate (see attachment 1) with a foglamp for $380.00 which is what we showed to be the correct part. We received a message (see attachment 2) from his insurance company advising us the lamp was incorrect and directing us to change it to the higher priced part. We did this and sent to the insurance company and advised the owner (see attachment 3). We did additional research and found that the insurance company was incorrect and we once again changed the part back to the part we intially had on the estimate (see attachment4).

  At the time of the estimate and multiple times during conversations as the part changes were being addressed with **************** we explained there would be additional charges if hidden damage was found and to perform scans that *** *************** The Hartford only allows the scans to be listed as $1.00 until the scan has been completed and we have an invoice to provide to them. **************** repeatedly told us that there would not be ANY additional charges and he was going to now pay out of pocket and not go through the ********.

  **************** was scheduled in for repairs on Thursday, April 27, 2023. He came into the office on Monday, April 24th in the afternoon to once again advise us that he was paying for the repairs and did not want to replace the lamp as it was not leaking and only had cosmetic damage. I removed the replacement of the lamp and provided a new amount but once again I advised **************** that it is very common to find additional damage once we remove the exterior damaged parts. I also advised him that there would be additional charges for the scans and any calibrations that *** REQUIRES. He told me he was not going to pay for any of that because he knows there is not additional damage as he has been working on cars his whole life and this is minor damage. I reminded him about the scans and calibrations and he told me that he does not care what *** says as they have already lied to him about the security features of his vehicle. I explained for safety we have to follow the manufacturer's guidelines. He repeated interrupted me and would not let me explain anything. I tried to explain the process and the reasons but I could not get a sentence completed. When I expressed this to **************** he told me to just call him if we found anything and he would decide what to do.

  At this time I attempted to explain to **************** that I did not think we would be a good fit for him as we chose to do our repairs focusing on quality and safety and I would not be able to do his repairs. He told me he would be contacting the BBB. I felt this was a better option than getting his vehicle in for repairs and having it disassembled and then discovering that this was not going to be a good match for him or for us.

  Customer Answer

  Date: 04/25/2023

  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,
  
  ***********************