Complaints

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• Initial Complaint

  Date:03/05/2024

  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.

  ****motive shop JR's **** on ********** ********** over charged me by 350$ worth of work they never did and the condition of the car at this point is a disaster, wires everywhere, things not put back together. I brought it to him on December 30th, 2023, he had it until February 15th, 2024. I picked it up didn't drive it for more than 10 miles and it breaks down. He picks it back up i should add he was only supposed to work on the knock sensor a 250$ job. They said they did spark plugs and something else the total should have been 250$ he charged me 600$ for work i never approved. The night i picked it up it broke down with a strong smell of burning plastic. It did not have this issue before it had 1 problem the knock sensor i have my own car computer reader it never said anything about spark plugs. The night I picked it up me and 2 police officers push it into a parking lot after it broke down. He picks it up has it for 2 more weeks and says it needs a new engine since he had it for that month my warranty expired which if he had taken care of it in the first month the engine would have been covered. But he says it's a recall and is going to auto fair ******* in ************** on ****************. i went to ******** Mar 4th, 24 because they were not returning my calls either. They say it missing the serpentine belt so i go to look at it and its all taken apart, wires everywhere and they want 270$ to replace the serpentine belt. Also, it needs to be running to get the recall approved (how that's possible when it needs an engine i don't know) He dropped it off after just ripping the engine apart. for the last 2 months. I'd like to add when i called i was screamed at by the owner ************** so, i just hung up the phone. This is ridiculous and unprofessional and i will not be bullied into saying this is ok. All i want is a running car, and issue resolved. I'm not looking for money, just repairs. ***************************** March 5, 2024

  Business Response

  Date: 03/14/2024

  Tell us why here...We appreciate the opportunity to address the complaint filed against JR's ******************** & tire by *****************************. We take customer satisfaction seriously and aim to provide quality service to all our clients.
  Regarding ************************** complaint, we would like to provide clarification on the matter. Upon inspecting ************************** vehicle, we identified multiple issues beyond the initially diagnosed knock sensor problem that he was concerned about. While the knock sensor repair was performed as agreed upon. We discovered additional issues during the course of our inspection, including the need for spark plug replacement and other necessary maintenance to ensure the vehicle's proper functioning.
  
  
  It is important to note that these additional services were communicated to **********************, and authorization was obtained before proceeding with the repairs Additionally, that ************************** warranty coverage wouldn't cover the extent of repairs needed for his vehicle. Unfortunately, warranty limitations are outside of our control.
  Unfortunately, despite our efforts to address all identified issues, ************************** vehicle experienced further complications after leaving our shop. We understand his frustration, and we empathize with the inconvenience this has caused him.
  
  
   After a night of driving we received a phone call in our answering machine that his car  died at the ******* up the street and it needed to be towed. Let me be clear, screaming into an answering machine and yelling vulgarity isn't going to get your point across. We sent a tow truck to pick up the car. He was complaining about a burning smell. After going through the car and breaking it down to find out the reason for failure we called the dealer and there was a recall for the engine.  It has a spun rod bearing which is why the motor had failure. The burning smell was the starter not being able to turn the engine over. 
   We always strive to provide accurate information and guidance to our customers we mentioned to **********************, it is important to highlight that our shop is not responsible for performing warranty recall repairs. We advised ********************** that we called ******* and would get his vehicle over there so they can perform the recall under warranty.
  The customer called screaming and saying that the Serpentine  belt was missing and before I could get a word in he threatened me. At that point I said until you can calm down you are on your own for repairs. We did all the leg work to get in contact with the dealer in this matter and didn't charge the customer for the engine diag or the tow to the dealer. I was willing to help **** all the way through the process. **** has been a long time customer and I appreciate his business but I'm not sure if he's going through personal issues but he has been very rude and vulgar to the employees at my store. As far as I'm concerned we did our part to help **** along and it's in the dealer's hands for the  warranty on the vehicle.