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:07/10/2024

  Type:Billing 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.

  This place is seriously ripping people off with phony diagnostic testing charging 140 dollars then lowering the estimate of the bill so you won't shop around .to repair a knock sensor cost 30 dollars estimate was for 245 dollars basically it's a one bolt in engine block and a plug takes maybe half hour repair so place made 140 plus 245 on total cost repair problem .they took advantage of female period

  

  Business Response

  Date: 07/14/2024

  We will not be refunding any money customer misunderstood and thought he paid $140 and $246.  He did pay $140 for diagnostic which his wife or girlfriend approved. Our hourly rate is $140 per hour and that is what was charged. We did give him an estimate of $245 if he wanted us to do the work. We are the cheapest in town and the guy ended up saying he did it himself but needed diagnostic from us to tell him what was wrong.  This had nothing to do with gender or taking advantage of someone.  We called after the complaint again and he said it was a misunderstanding  and was sorry. 

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    The business did not perform a diagnostic test on our vehicle .they charged phony test that they did not perform.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair 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 have an extended warranty for my 2013 ******** ***.
  I have ******** ***** ********* **** *gave me a listing of auto shops in my area that deals with the extended warranty, Jax Service center was 1 who had availability to Service my car within that month. My car was towed to Jax on March 14,th 2023.
  After my car arrived the next day I got a call telling me what was needed to be repaired on my car giving the complaints and lights that I seen on my dashboard to the mechanic/owner.
  I was told my car would take about 3 days to complete. After a week, I called and ask what's the hold up. And I was told the wrong part was sunt, so they had to send it back and wait for a new 1. At this time he said ma car would he another 2 days. Again, waiting for the part which was an axle. After 2 weeks he told me the part yet again was not the correct part and he had to reorder another 1. After another week of this I decided to call ******** **** to see if it was possible to go get my car and take it somewhere else. In that same conversation with ******** **** I asked what was the hold up with the part, because per them' the contract' they would provide the parts unless the mechanic doesn't approve outside parts, in which this mechanic did not. But never told me.
  So now I'm being told by ******** **** that he Jax was paid for parts and labor already, and I asked them' how is this possible wen he told me he was still waiting for the parts'. They said he submitted his invoice and was paid. Unbeknownst to me that my signature was required for his payment.
  I decided to retrieve my car until the part came. At this time he said he had fixed the noise in the front end which was a tire rod and the brake light n which I told him was on.
  Wen I picked up my car none of the lights that I had complained about were on but he said he still needed to repair the axle and when it comes in to bring the car back and he'll fix it with an additional 150.00 that I'd have to pay out of pocket. Fast word to 6 weeks later and I find out that the invoice was forged with my signature . I cannot take my car to another shop because he put a year warranty on the parts and labor and ******** **** will not pay for these services again because they already paid him. Once I found out I had to sign the invoice in order for him to get paid I realized he forged my signature and notified ******** ****. They said it is what it is. N I'd have to take it up with Jax and they are no longer taking my calls

  

  Business Response

  Date: 05/03/2023

  *******, I apologize for your inconvenience. As Jeff, our
  Service Manager explained to you, the axel is on national backorder. We ordered
  every axel that was available aftermarket and none of them were the correct
  one. The only place the correct axel was available from is the manufacturer,
  which currently has it on national backorder. This is an unfortunate reality we
  all have been dealing with post-Covid. In regard to the warranty, they did pay us
  for the axel (because we had to order it from the manufacturer) and we got
  verification over the phone from you for the repairs. We did reassemble your
  car at YOUR request because you said you needed it. It was explained to you
  that once the axel arrives; we will call you and schedule a time to finish the
  repair (axel is still on backorder for another month). This repair will not
  affect anything besides the ABS. The lights will be on because the tone ring on
  the axel is bad. Again, Jeff explained to you that it is safe to drive if you need
  to. Jeff called the manufacturer on May 1, 2023, and the in-stock date has been
  pushed back once again another month. We have not been in business for 12 years
  because we do dishonest work, unfortunately we are at the mercy of the
  manufacturer. This would be the exact situation for any repair shop nationwide. Regarding not taking your calls, you are correct. When you
  called and began screaming obscenities at our employees, they decided to end
  the conversation until your temper calmed. We will obviously complete the repair as agreed to do so,
  but we can’t until the axel comes back in stock. Refund is not an option. The
  customer was not charged anything and did not pay the required deductible.  

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would also like to add that the abs light was not the only issue. I also told.him.my check engine light which is still on. And the BRAKING light that came off and on. Now if he can let me kno what was exactly fixed then we can have a conversation. And again. Yes I was called to be notified about the repairs needed. But I was not notified that my signature was required on an invoice for repairs and labor. Again I'm willing to wait for the axel. But in regard to my check engine light and braking light I would like to kno.. 
  
  
  
  Regards, 
  
  ******* ******

  

  Business Response

  Date: 05/05/2023

  When the vehicle was in our care there was not a check
  engine light on. It was scanned and there were no history codes either. This is
  not uncommon depending on what caused the light. Things like a random misfire
  will cause the light to go on and off intermittently because the condition will
  improve or correct itself. We are more than willing to scan it if the light is
  on now. You can bring it anytime Monday-Friday 8-5 and we can scan it to pull
  the code at no charge. This only takes 5 minutes to do. We also replaced both
  front tie rod ends and performed an alignment. The car also needs 4 tires,
  which was suggested by Jeff the service manager. The ABS, Brake and Traction Control
  lights will remain on until the new axel is installed. To reiterate, this does
  not make the car undriveable. You will not have ABS or Traction Control until
  the axel is replaced.

  Customer Answer

  Date: 05/06/2023

  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.  I will bring the car in for the check engine light. I wasn't aware it was in need of 4 new tires. Buts that not a problem. I guess I'll be waiting for that part. Which hopefully is sooner than later. Again. This wouldn't have resulted in contacting a 3rd party if I was being updated with my car and the parts. And the whole process. As far as my signature is concern I wish I was notified that is was needed because I would have came in and signed for myself. I was not told that by being notified over the phone what was needed to be done to my meant that someone was signing for me. So that was aggravating to me.  But again we are here now. N I'd greatly appreciate if as SOON AS that part come in I'd be notified please and thank you. I will give a head up as to wen I'll be bringing my car in for that engine light check 
  
  Regards, 
  
  ******* ******

• Initial Complaint

  Date:12/14/2022

  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 purchased a used 2013 ***** **** from the dealership and the car had overheated multiple times which after replacing several different parts, some of which I had to pay for a couple of times. It eventually lead to replacing the engine. I wanted to lemon law the car, but the dealer wouldn't let me. Then the car started misfiring that led to them supposedly replacing the plugs and ignition coil. Some of the "repairs" they said they did, i never received a printout of what they did. All this within the first seven months ownership. I have had to put over $3k into the car. Then in this past November the car started overheating again. They replaced the thermostat housing, which I had to pay for. Then they replaced the cooling fan and hose the second time it overheated. I had to pay to fix those repairs. The last straw was the car started misfiring again and the dealer telling me it was bad gas and to keep driving it. I contacted another dealer and they said to bring it in. The car ended up needing all new spark plugs and ignition coil which cost me $706. Jax Service supposedly replaced those parts in June 2022 when the car misfired then. Had they done their job, those parts should have been warrantied and the repair covered. I want to be refunded for the price of my car and the extended warranty that has pretty much covered nothing. I have had to be without my for more than 20 days and rely on co-workers to get me to work.

  

  Business Response

  Date: 12/15/2022

  Mrs. ******* in fact did purchase a 2013 ********* **** with
  85000 miles from Jax Service Center on September 17, 2021. She purchased this
  vehicle with an extended warranty. This vehicle underwent a full PDI prior to
  the sale where it received regular maintenance and inspection. The repair records
  since the purchase are as follows:
  12/2/2021: Winter tires (customer’s choice)
  1/11/2022: Replacement engine (Cost to ***** $150 for warranty
  deductible and tax, total cost $646.41)
   3/1/2022: New battery
  (free of charge, $129 cost)
  7/22/2022: Oxygen sensor replacement (not covered by
  warranty) Cost to ***** $160.70
  11/18/2022: Engine thermostat, housing, oil change. $265.85
  after $50 discount (not covered by warranty)
  11/30/2022: Coolant hose, fan assembly, coolant (Warranty
  covered the fan however the hose is considered a wearable item. ***** paid for
  the hose and coolant)
  12/22: Coolant reservoir hose (Free of charge, different
  hose than what was previously replaced, cost to us $76)
  

  We have gone above and beyond to solve any issues that have
  arose since ***** purchased this vehicle. We have had a technician stay well
  past closing time (due to her schedule) to look at her vehicle, we have made
  several on the road service calls (which we do not normally offer) to help her.
  As you can see from her service history either her warranty or us have covered most
  of the costs related to any repairs. ***** is correct when she said we did not
  provide her with an invoice for the spark plugs and coil. That was because we
  purchased the items and installed them at no cost to her. Recently she came to
  the shop after hours with a misfire. One of our technicians stayed late to meet
  her and look at her car. He pulled the spark plug from the cylinder that was
  causing the misfire code, replaced the spark plug again, and swapped the coil
  to a different cylinder to test its function. The recommendation was to get gas
  at a different gas station and add a can of fuel treatment to the gas tank.
  This recommendation was made while considering the previous repairs and the
  current symptoms. The technician suspects she got bad gas or has water in her
  gas. The dealership that replaced the spark plugs and coils again are not going
  off the previous service that has been done and we suspect the misfire problem
  will occur again. From our service records, ***** has spent, out of pocket
  approximately $1000 on repairs that the actual cost was $4245.65, with the
  $3200 difference either covered by the warranty or us.
  Although we understand *****’s frustration caused by the
  issues with her car, we also understand vehicles and the idea that things can
  just go wrong, without notice or warning. This is why we always do our best to
  make things right as we did in this case.

  

  Business Response

  Date: 01/09/2023

  The battery was not charged to the customer, therefore the receipt is in Jax Service Center name as we paid for it. The warranty would follow the battery manufacture warranty.

  Thank you

  Jax Service Center

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In my last response I wasn't talking about the battery.  I want to be reimbursed for the expense of the ignition coil and spark plugs that were replaced by the other dealer due to the fact that Jax wouldn't even look at them.  They told me it was bad gas causing my car to misfire.  They wanted me to continue to drive my car for another five days to see if the misfire cleared up.  ******* ***** told me that I shouldn't drive a car that is misfiring because more damage could be done.  The spark plugs and coil, according to what Jax told me because I didn't get a receipt, were replaced in June of 2022.  So, less than six months ago.  The parts should have had a warranty.  ******* told me the parts they installed have a 12 month warranty.   But then again, since Jax didn't give me a receipt, I had no proof that the parts were replaced. It shouldn't matter if I paid for the parts or work.  If the work was done, then I should get a receipt to show the work was done and to have proof for warranties.  ******* gave me a receipt for some other work covered by warranty.  It showed what they checked and the parts replaced.  It said "no charge" at the bottom.  But I now have proof of what they did and when.  For a garage not to give a receipt, to me, means they are trying to hide something.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:10/12/2022

  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 bought the car over a year ago. I've only driven it a few months due to it having issues since the day I bought from the dealership. I was promised that the issues the car had would be fixed. I still have a chip in the windshield still have the samewarning lights on the dash since the day I got it. The car has been in and out of the dealership for this whole duration of owning the car. My transmission blew after driving it for a few months took it back to the dealership and it took them 6 months to get me my car back. But now it has more problems than it did before my transmission blew which blew because jax put the wrong size tires on the car. My struts went bad my cv joints went bad and my tires ended up rotting because they allowed the car to sit without moving it and when they did move it they dragged causing the new problems. The car still isn't up to par and the shop expects me to pay them $2000 for a transmission they put in which remind you only broke because they had the wrong tires on it since the day i bought it. They still haven't done any other work I don't know what to do I can't afford to pay to have this fixed when it shouldn't even have these problems I've spent over $15,000 on this car when it's blue booked for 6-8k. Please help me figure something out

  

  Business Response

  Date: 11/16/2022

  BBB spoke to Jeff at business and the following was relayed:  The customer did purchase the car here, it was an older ********. We did not install the wrong size tires, the customer had a different garage install the wrong size tires on the vehicle which caused the transmission to fail. The customer did not want to pay for the remanufactured transmissions that we had located. He found a used transmission on **** and purchased it and we allowed him to have it shipped here. When we received it we notified him it was an incorrect transmission for his car. We did search and found the correct transmission for him and got it here. The customer was given an estimate for approximately $2,000 for the transmission installation and cv axle repair, which was due to the wrong size tires being on the vehicle. I accepted $400 and agreed to let the customer pay the balance in weekly installments. The customer has not paid anything else since he left. Shortly after the repair he did return about the AC not working properly, we recharged at no cost to him and have not heard from him since. The dash light issue is a wiring issue which we needed more time to investigate and address, the customer said he was not worried about it at the time and left with his vehicle.