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:09/27/2023

  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 had a single-vehicle accident on 23 JUN 2023. The tow driver brought the vehicle to my home, and I decided to use his recommendation for a repair shop, Jay's Automotive. I contacted ***** insurance and told them I would get the work done by this mechanic, so they towed it to his shop. I received an initial estimate from ***** immediately after they dropped off my vehicle for $2,870.30, and a check was issued to me shortly afterward. A month passed, and the owner kept telling me he could not find a specific part for the vehicle and felt the insurance estimate was too low, and the rental car provided to me through ***** expired. I contacted my adjustor, and he informed me that Jay's Autobody never replied to them for a necessary supplement inspection. ***** contacted the owner, who finally returned their phone calls after multiple attempts. After the inspection, ***** provided me with a check for an additional $4,085, bringing the total to $6,955.85, of which I paid Jay's Automotive $3,000.00 (receipt attached), with the remainder to be paid when the work was completed.
  After I surrendered my rental vehicle and paid Enterprise an additional four days of rental out of pocket, I lost my employment position. When I explained this to the owner, he gave me a beat-up loaner, which I'm still driving. On 31 AUG 2023, after two months of telling me that he still could not find the part for the truck, I asked him if he'd mind if I found the part, and he agreed but would not tell me the part number he needed and said he'd be amazed if I found it. He just said it was a steering rack. I looked up the part in the insurance estimate under "Steering Gear and Linkage, Gear assy. Quad, crew cab, part number **********, estimated at $2,575.00. Within fifteen minutes of searching the internet, I found the CORRECT part on ***********.com, priced at $2,447.73 and available for purchase. I immediately purchased the part with the money provided by the insurance claim.
  CONTINUED IN WORD

  Business Response

  Date: 10/06/2023

  Regarding comment about shop unable to find part causing delays. An Email from customer states, " You were right this part was a pain in the *** to find, it was the only one available". Reputable Dealers and part suppliers call this an Inter Galactic Backorder and no estimate when or where it will become available, if ever. Luckily the customer, with information provided by shop was surprisingly able to locate the rack on an aftermarket website(Chinese brand) that even the insurance company location system could not find. This is the #1 reason a completion date was not given. There were also delays due to Insurance company and Adjuster communication; also Adjuster not showing up in person but asking for photos of damages via Email rather than a physical inspection of the vehicle which is not how we choose to proceed with a claim. The Insurance adjuster approved a supplement  just days ago on 10\4\23. Regarding charging storage to the Insurance company is a method used to provoke the Insurance company to move faster with a claim. Not meant to be a threat. Regarding customer loosing his job because his truck was not finished is false, we did not crash the truck nor purchase one that the parts may be difficult to attain. Although not the shops obligation to provide a loaner the business did provide a personal vehicle for his use. We are doing everything in our power to complete this job and will be completed shortly, we want this completed as badly as the customer does.    Thank You.