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:04/09/2025

  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 only had the car a year dealership couldn't sell a car like he told me he was replacing my wire harness and he charged me 900 for new wire harness

  Business Response

  Date: 04/09/2025

  don't even know where to start. ****** jeep came in and wasn't running. someone else had previously worked on it in an attempt to fix a check engine light issue. multiple wires under the hood and been sliced, exposed, taped together, sensors had been replaced as well to no avail. if i recall correctly, it was running poorly when it came in, then stopped running altogether. we spent a number of hours tracking the issue down. we ultimately found a relay box in the left front fender well that was heavily corroded, this is where our testing led us. the relay box is exposed to the elements and not very well protected. additionally, the relay box is not an item that can be replaced on its own, you have to purchase a complete wiring harness for the engine compartment. we attempted to find a used harness so we could cut the relay box off and solder it to the existing harness. every used relay box was in worse condition than what we had. i told ***** this and told him the only option was a new harness, and i still suggested cutting the relay box off the new harness and soldering it to the existing harness due to the additional cost of replacing the whole harness. he agreed with my recommendation so that what we did.

  the vehicle started immediately and ran fine. as far as any parts that were not reinstalled, that's sloppy, it shouldn't have happened. that's something i would have fixed immediately had he called me and told me.

  i didn't hear from ***** for a number of weeks. he called my csr a number of times yelling at her and insisting on speaking with me. i wasnt immediately available and when i was able to take his call, he was immediately belligerent with me. he indicated we never installed anything on his jeep which is just plain ridiculous. i tried to have a conversation with him, but he would not stop screaming at me. somehow he knew my wife had been in the hospital. he then expressed that he hoped my and i quote here....hoped my ******* wife dies. had he called and said ***, my check engine light is on, i would have said *****, bring it in, let us do a code scan to see what's going on. but when he made the comment about my wife, there is no way I'm bringing his car back in for service, he doesn't deserve it. 

  I have been a napa auto care center for over 20 years. I am one of the highest rated shops in the area. I bend over backwards for my customers to take care of issues that may be under warranty. but as i said earlier, he had multiple other wiring issues created by someone else, i don't even know that his issue is related to what we did, because apparently the jeep is still running, which it was not before we repaired it. but again, attacking me or my family is off limits in my opinion, and i have no interest in trying to help him right now. all of my phone calls are recorded by my phone company, if he denies this, im pretty sure i can get a recording.

  Customer Answer

  Date: 04/15/2025

   I am rejecting this response because:
  
  
  I had car for 1year and 6months car still does same thing this guy needs help 

  Business Response

  Date: 04/15/2025

  Again, I SPECIFICALLY told this customer we would be buying a new harness and cutting a portion of the new harness off and soldering to the original harness. While i understand his repair was not cheap, installing the complete new harness would have been an additional substantial amount of money. He agreed to this. The portion of the harness is clearly visible if you remove the left front inner fender. And I had to pay for the whole harness, why wouldnt I charge him for it? Im still confused here because the vehicle wasnt running before we replaced the harness and I believe it is still running. As i stated before, if he thought there was an issue with my work, he could have called me and told me he was having an issue. And he called alright, but he attacked my employee verbally, i already told you what he said about my wife, and I forgot to mention he called me a fat fuck as well. My phone company records all of my phone calls, and if you need proof of the phone harassment, I can probably track the recordings down. It would take some digging, but if needed I will. I honestly would not feel safe for myself or my employees if he were anywhere near my shop. I almost called the police about his phone calls, as he also indicated he had made 50 signs disparaging my business and was going to post them all around the local community.

  I kept in communication with this customer constantly through the process, nothing we did was a surprise. And again, he had countless other unprofessional repairs to various wiring systems under the hood done by another facility. He fails to mention this in his complaint. I made him aware of this as well.