Complaints

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• Initial Complaint

  Date:09/18/2023

  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.

  Don’t take your car here I was treated poorly by these people and they switched parts out I drove to and from multiple time bc the issue wansnt fixed correctly the first time no remorse was shown and he didn’t 1 apologize for HIS SHOP my parts that were supposed to be ordered was glued onto my car and I have pictures and emotional distress has played a big role in this I’m so exhausted from this whole ordeal it’s a shame how humanity is !

  Business Response

  Date: 10/02/2023

  Customer called September 8th and stated that someone told her that her Turbo Cooler was bad and that she needed a new wiper motor.
  Vehicle was scheduled to be dropped off the following Tuesday (September 12th) for diagnosis.
  
  Tuesday, September 12th - vehicle was dropped off; diagnostic of vehicle determined that the turbo itself was bad and that due to it not operating correctly, the spark plugs had been covered in a thick black coating due to improper fuel combustion. Further investigation determined that the mass air flow center was also malfunctioning.  The wiper motor was tested and was working properly; the issue was related to a broken wiper motor linkage.
  An estimate was created and emailed to the warranty company for authorization to complete the work.
  Warranty company authorized the turbo charger ONLY and declined payment for the remaining items.
  Customer was advised by dealership to obtain a side-note to pay for the rest.
  Turbo Charger, Spark Plugs, Mass Air Flow Sensor, and Wiper Motor Linkage were replaced.
  Vehicle was running better, but still was not running at optimum; after further investigation, a cover for the charge air cooler outlet was under the drivers seat.
  Customer was urgently requesting their vehicle back, due to the fact they lived an hour away and was losing money by not being able to work.
  We re-attached the part that was under the seat, to the vehicle in it's proper location and the vehicle was running smoothly. (Labor time / shop supplies for this was NOT charged to the customer).
  
  Payment plan for parts was as follows:
  Turbo Charger and labor was to be paid for by the warranty company, subject to the customer paying $150 deductible to Green's Auto Service.
  The remaining parts and labor were being paid for 1/2 by the dealership and the other half by the customer using American First Finance.
  (Total owed by customer: $434.58)
  Upon pickup, the customer was to pay solely the $150 deductible as the balance of $284.58 was being financed through American First Finance.
  
  Saturday, September 16th - We waited after hours (Closing Time: 2:00pm) until she arrived at about 3:30pm. She brought $150 in cash.  While completing the paperwork for the American First Finance, the system as advising that it was going to take $50 out of her account immediately during the process.  Customer advised she did not have the amount in her account at the time.
  We rearranged the payment options within the American First Finance to allow her to add her deductible into the financing as well which would allow her to only have to pay us $100 that day. 
  Acting upon good faith, we provided her the keys to her vehicle so she could go deposit the balance into her account and call us back to complete the American First Finance transaction. Customer left, deposited the money, and called us back and transaction was submitted and an email was sent to customer from American First Finance to complete the application for her portion of the repairs.
  
  Monday, September 18th - Customer arrived at shop at 8am, upset that her vehicle was still not running right.  After investigating, the cover was coming off again.  A special trip was made to a junk yard (as it was the only place who had anything in stock; ordering part from another parts supplier would have taken a couple of days.  Customer was adamant about needing her vehicle that day).  Part was in good condition. Customer was not charged for junk yard part, drive time, or labor.  
  
  Monday, September 18th 5:02pm - A call came in from a guy asking about a 2015 Cruze; after a few questions it was determined that it was regarding the customer's vehicle.  (Further investigation determined it was the customer's boyfriend calling in and customer was also in proximity as she responded to several of the questions being asked as well.)  Customer / boyfriend wanted to know why vehicle isn't running correctly.  We requested that she drop vehicle off one more time so we can do some deeper diagnostics as it runs fine when it leaves here.  Customer was unable to drop vehicle off and would have to wait on it.  During this conversation, customer also advised that she was driving vehicle (prior to initial visit to our facility) and that she heard a loud "pop" sound and found the cover on the ground (the item that was located under the drivers seat).  Advised customer that we are more than happy to diagnose the issue, but vehicle would need to be dropped off.  Otherwise, if it was more convenient for her, the warranty company for her vehicle does allow her to take the vehicle to any repair facility and she could take it somewhere closer to where she lived to save her the drive time, etc.  She insisted on bringing it back here.  We set up the time for Wednesday, September 20th.
  
  Customer was a no-call, no show.
  As of today, October 2nd, customer has still not completed the American First Finance paperwork.