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:03/25/2024

  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.

  My car was hit while parked in a hit and run incident. I was referred to Redline NY by a family friend even though *** used a different mechanic for years. The owner of Redline NY had my car from the beginning of November until almost the end of December, requiring me to pay out of pocket for a rental car as the repair took longer than the 30 days allowed. He received a $19,000 payment from my insurance company to repair all mechanical and body issues that were a result of the incident. There was hardly any communication about what my car would need and I never received a receipt or summary of services from the auto body shop, but was told all was repaired. I relocated to Georgia two weeks after I received my car which was in seemingly good condition. While in NY in the winter, I didnt think to try the air conditioner because it would blow cold whether or not it was actually working. When I arrived in Georgia, I came to find out that my air conditioner (which was damaged in the car accident and was supposed to be repaired) was not in fact working, and according to the ************* center, which I took it to because my car is under warranty, the wrong Freon was used in the compressor and I needed a new one. I reached out to Redline NY owner, ***** who stated that the ************* center was lying, that his aunt had a similar issue and they were wrong. I took the car to another repair shop in Georgia and the owner confirmed that the Freon used by ***** and his shop were incorrect. ***** offered to fix the problem if I drive the car 1000 miles back to ******** which is impossible and impractical as I work a new job and cannot take days away. I feel that ***** should cover the cost of the repair to my car that should have been fixed by him and his auto repair shop. I would be fine with him paying the auto repair shop here directly, but he did not fix my car correctly and it needs to be addressed.

  Business Response

  Date: 03/25/2024

  ********'s car was involved in a major accident on 10/28/23. A mutual friend ******, refered the business to me. It was towed/flatbedded to my shop the following week. The insurance adjuster did the damage inspection on 11/13/23. The actual damage repair to the car was stated to cost $19,017.52, minus customer deductible of $500.00 (which customer didn't pay).

  Until this point, I had not spoken with the customer directly as the ****** was coordinating. Approxmately, an additional 2 weeks had passed before getting final approval from ****** to proceed with repairs. I sent the adjuster cost breakdown to him explaining it was a big and costly job. He gave the approval to go forward assuring me the claim would be processed.

  I had not received any payment or deposit to begin repairs. ****** stated he would source the parts and send them to me, which he never did. On good faith, I ordered the parts as per the insurance approved list and subletted parts for paint to the body shop.

  The final check issued for repairs from *************** was $18,517.52 issued to customer directly on12/07/23.

  I also paid for a complete detail ($350 vaIue) at no charge to the customer and also reimbursed the customer for $200 via zelle for the extra 2 days of car rental. Customer inspected and was very happy with the job,and picked up fully repaired car on 12/14/23 and paid with check from insurance company totaling $18,517.52.

  The ***************** authorized to put new and used parts to repair the damage and clearly stated on the insurance quote how much was allocated to each part. Customer was provided with the actual breakdown from the insurance company. I have attached a copy for your review as well. 
  

  Please note that the air conditioning condensor was to be replaced with a used unit that the insurance company approved that includes a 1year warranty. I spoke with customer and I am more than happy to inspect and fix the car, but she has informed me that she now lives in another state. 

  Customer is stating that her local repair shops are telling her that the wrong freon was used. The newer AC machines can detect if incorrect freon was used in which case it would automatically drain the system and then refill with correct freon. Note, wrong or old freon does not break your AC system. I also mentioned to her that it may be a very slow leak and AC machine would not detect. In that event a dye would be injected into the system and would need to be rechecked after  a few months or when system started malfunctioning again. Any of these checks or services I have mentioned should not cost more than $300 which I would preform as a courtesy in the event there is a more serious problem. As stated earlier I am not adverse to helping the customer resolve the issue if she can bring the car to me, but I cannot be held responsible for a car that was delivered to the customer in perfect working order, more than 3 months ago.