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:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 11-05-1990 their towing company towed my vehicle and when they dropped my vehicle off at home the tow driver was removing the chain from around my control arm on my vehicle, I asked him why would you pull my car with a chain around the control arm and he had no explanation, i got in my car and drove and steering wheel was turned and vehicle steering was pulling really which it did not do previously, the only reason the tow was called was because my key fob lost contact with vehicle but surely no professional towing would pull a ******** by the control arm and i told the towing company i left the tool to pull my car with on the passenger seat, which is a towing s**** that screws into the bumper/

• Initial Complaint

  Date:11/29/2022

  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 dropped my vehicle off at Glens Garage on May 18, 2022 to have the engine rebuilt. Today is November 29, 2022 and they still have not returned my vehicle. The vehicle is no longer at the location I dropped it off at, the shop refuses to return my phone call and refuses to tell me where my vehicle is located. The mechanics constantly lie to me when I do get a hold of them and say theyre waiting on parts and it will be ready next week. I visit the garage daily and my vehicle is not on premises. During the process of the rebuild, they admitted to incorrectly rebuilding the engine, which caused damage to the head and destroyed the new parts they installed. I have been texting and calling the shop DAILY and they refuse to return my calls. Ive demanded my vehicle back and they refuse to tell me where my vehicle is even located. At this point I feel like my vehicle has been stolen and they are attempting to price ***** me by claiming its somehow my fault that they incorrectly did their job. They felt the need to tel me they had to purchase a second rebuild kit and would have to rebuild it againand after SIX MONTHS of fighting and arguing, I want my vehicle back. I feel it also needs to be taken to a different shop to assess the damage Glens Garage has caused by their improper work.

  Business Response

  Date: 12/14/2022

  Well first off it wasnt dropped off we towed it and it wasnt to rebuild engine it had a cam phasers issue we repaired tje vehicle with our parts and some parts the customer provided from autozone the autos e parts had been in a box for a few years the parts failed causing the phaser to lock and break one of the timing chains causing major damage we have tore it apart and are in the process of putting together but if he would not have tried to supply parts it would have been fixed already and he did not call he texted my personal phone Harrasing me even said he reported it stolen at this point he can come Pick his truck up after this and the treats and reporting it stolen we are no longer interested in working on it 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18476309
  
  I am rejecting this response because:
  I have correspondence from the shop indicating they were responsible for the extra damage caused by not properly assessing and installing the parts. The cam phasers were not years old, they were acquired from Autozone at the request of ***************************** when he could not obtain them from ***** They have had my vehicle for over six months and admitted to causing further damage to the heads. My loss of use of the vehicle for those six months and the extra damage caused by the shop needs to be addressed as I feel the shop owes me money. They were unable to fix the vehicle and admitted to causing more damage than when it was originally dropped off. I want the vehicle back in running condition to ensure all the parts are present and accounted for. If the vehicle isnt operating I cant be certain they didnt plan any malicious acts and cause further damage to the internal components. 
  

  Ive included screenshots of the mechanic stating the parts looked new, which conflicts with his years old statement and another of him saying its partially his fault for the extra damage. Him implying Im at fault for providing new parts is absurd, as all I did was purchases them and drop them off. 

  
  Sincerely,
  
  *****************************