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:04/10/2025

  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 am filing this complaint against Carolina Eurowerks due to poor service, lack of accountability, and unresolved coolant issues. Ive paid over $4,600 across three visits, and my vehicle now leaks coolant worse than before and is overheatingproblems that didnt exist prior to their repairs.On Dec 12, 2024, I brought my car in for a coolant warning light. They diagnosed a heater hose leak, topped off the coolant, performed an oil change, and charged $355.27. I was told the leak was minor and normal wear and tear. They mentioned a diagnostic fee would be removed from the final cost, which never *********** late Jan, the coolant light returned. I scheduled a repair for Feb but was told the parts werent ordered and asked to pay a $295 deposit. I returned on Mar 6, 2025, and paid $1,284.86 for a hose replacement and system flush. I was told the issue was resolved. One week later, coolant was leaking heavily again. They claimed a new issue and quoted over $3,000. I agreed, hoping theyd fix it properly this time.On Mar 26, I was told the part would arrive by Mar 28. It didnt. They later said the alternator failed during their quality check and needed to be rebuilt. They claimed theyd cover that part. On Apr 2, I picked up my car. The next day, coolant was leaking badly again, now from multiple areas.Let me be clear: my car never leaked visibly or overheated before these repairs. These problems began after Carolina Eurowerks worked on my car and have worsened each time. When I called recently, they were dismissive, showed no urgency, and refused to reassess the issue.After filing a dispute with my bank, I received a call from someone at the shop who threatened legal actiona clear intimidation ********* requesting a full refund or proper repairs at no further cost. This business has failed to fix the original issue after multiple visits and nearly $5,000 in charges.

  Business Response

  Date: 04/14/2025

  During the customers first visit in December, we diagnosed a coolant leak and provided a repair estimate. Due to time and budget constraints, repairs werent completed. In January, the customer returned without an appointment; we informed him parts needed to be ordered first, which would take 23 days. A deposit was made and parts were ordered.

  
  When he returned in March, we replaced the actively leaking hoses. The vehicle was test-driven approximately 10 miles with no active leaks afterward. However, the technician noted that other components were brittle and weakthis was documented and communicated to the customer. At the end of March, the customer returned again with another leak, this time related to previously noted brittle parts. We completed additional repairs and found more components needing replacement. Given his budget, we discounted repairs by 30% to help him complete additional work.

  
  We educated the customer on the vehicle's condition by showing him the repairs done and the remaining issues. He has completed approximately 60% of the necessary cooling system repairs. We explained that the pressurized nature of the coolant system (14.5 PSI) means it will continue to fail at the weakest points until the full system is addressed. The customer insisted his warranty should cover the entire system, not just the specific parts replaced.

  
  Unfortunately, coolant leaks compromised the alternator. We informed the customer, who declined the repair due to financial limitations. As a goodwill gesture, we replaced the alternator at no cost, including labor.
  After picking up the vehicle in April, the customer reported another leak. He was advised to bring the vehicle in for warranty evaluation (2 years/24,000 miles on parts and labor). Instead, he filed a bank dispute. We understand Mr. ***** frustration, but feel we acted in good faith and went above and beyond to help.

  
  

  Customer Answer

  Date: 04/18/2025

   
  I am rejecting this response because:
  
  Carolina Eurowerks response is misleading and avoids accountability. I was never told that my coolant system repairs were only 60% complete. On both visits, I was explicitly assured that the issue had been fully resolved and there were no active leaks. Had I been told otherwise, I would not have authorized additional work. To claim now that the system was only partially repaired is disingenuous and feels like an attempt to deflect responsibility.
  
  
  It is also false that I showed up without an appointment. I scheduled one in advance, and I have proof. The idea that I caused delays due to budget constraints or a lack of planning is not true.
  
  After spending over $4,600, my vehicle is in worse condition than before I ever brought it to Carolina Eurowerks. The coolant leak was never visibly present or causing overheating until after their first repair. Theyve had multiple chances to get it right and failed each time.
  
  
  While a 30% discount is present it does not excuse the fact that they failed to fix the original issue. I paid for professional repairs and was assured each time that the problem was resolved. It wasnt. This isnt about a discount. This is about a complete lack of follow-through.
  
  
  After the final repair my car leaked coolant the next day. When I called, I was brushed offno urgency, no ownership, no solution. I filed a bank dispute because I had exhausted every reasonable avenue with them. Their customer service has been unprofessional, dismissive, and unhelpful.
  
  
  This business has failed to resolve a core issue, misrepresented the work done, and left me with a car that is now unsafe to drive. I am requesting a full refund at this point trust is lost and I refuse to return to Carolina Eurowerks. 
  
  

  Business Response

  Date: 04/25/2025

  Subject: Response to Your Recent Experience with Carolina EuroWerks

   

  Thank you for your detailed feedback regarding your recent experiences with Carolina EuroWerks. We understand your concerns and appreciate the opportunity to address them.

  Clarification on Repair Status

  Upon reviewing our records, we acknowledge that during our initial assessments, we identified several components within your vehicle's coolant system that were exhibiting signs of wear and brittleness. While we replaced the most critical parts at that time, we advised that the remaining components should be monitored closely due to their compromised condition. It's important to note that the coolant system is intricate, and while we addressed the immediate issues, other components may still be susceptible to failure over time. This information was noted on your 3/6 receipt that you provided a copy of. We have also attached an image of this vehicles coolant system and highlighted the parts that have been replaced. As you can see, there are still many components of this system that need to be monitored and replaced in the future. 

  Warranty Coverage and Responsibilities

  We want to assure you that any parts replaced by Carolina EuroWerks are covered under our warranty policy. However, it's essential to understand that our warranty does not extend to components that were not replaced or to issues arising from parts that were not brought to our attention. Additionally, our warranty does not cover damages resulting from external factors such as physical impacts or neglect. We also advised that the remaining components of your coolant system should be monitored closely. Unfortunately, we did not receive the vehicle back for further inspection or to address any potential issues with the unaddressed components. Without the opportunity to assess these parts, we cannot be held responsible for any subsequent failures.

  Commitment to Customer Satisfaction

  At Carolina EuroWerks, we are committed to providing high-quality service and ensuring the satisfaction of our customers. We regret that your experience did not meet these standards. Unfortunately, we cannot offer a refund for the reasons outlined above.